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Unmind is transforming workplace mental health by combining science, technology, and human care to help organizations like Uber, Disney, MLB, and the NHS improve mental health outcomes. We're seeking an Operations Specialist to join our Care Operations team, supporting our global network of accredited mental health practitioners and the members who use our Therapy & Coaching and Help services.
You'll be the first point of contact for members and practitioners, handling inquiries via email, chat, and phone with genuine care and accuracy. Your responsibilities include end-to-end practitioner onboarding—from vetting and document verification through enablement and profile setup—and maintaining network compliance by tracking accreditations, insurance, and certifications to ensure enterprise readiness.
You'll resolve member and practitioner complaints through to resolution, escalating clinical or duty-of-care matters appropriately. You'll identify and flag technical issues to Product and Engineering, keeping users informed during resolution. A key part of the role is analyzing contact patterns and recurring themes to fix root causes rather than just closing tickets, reducing overall volume.
You'll contribute to practitioner engagement through newsletters, help centre content, and knowledge base articles, and monitor service health across practitioner issues and booking flows. When needed, you'll flex into client platform management and launch implementation, gaining exposure to the full client lifecycle.
The role reports to the Head of Care Operations and requires collaboration with Operations Managers, Product, Science, and Commercial teams. You'll work a remote-first arrangement with monthly travel to London and occasional shifts from 12pm–9pm (up to twice weekly), with additional evening coverage during holidays.
You should have customer support, service, or operations experience, ideally with ticketing platforms like Intercom or Zendesk. Strong communication skills, troubleshooting instincts, and meticulous attention to detail are essential. You're organized, comfortable managing multiple workstreams, curious about process improvement, and confident working with data at a practical level. Experience in SaaS, startups, help centre authoring, or managing contractor networks is a plus. Above all, you're passionate about mental health and tech for good.
